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PayPal’s Purchase Protection Program
When you buy something from a seller who accepts PayPal, you may be eligible for a refund under PayPal’s Purchase Protection program. When applicable, PayPal’s Purchase Protection program entitles you to reimbursement for the full purchase price of the item plus the original shipping costs you paid, if any. PayPal determines, in its sole discretion, whether your claim qualifies for the Purchase Protection program. PayPal’s original determination is considered final, but you may be able to file an appeal of the decision with PayPal if you have new or compelling information not available at the time of the original determination or you believe there was an error in the decision-making process.
IMPORTANT: You may be required to return the item to the seller or other party we specify as part of the settlement of your claim. PayPal’s Purchase Protection program does not entitle you to reimbursement for the return shipping costs that you may incur.
PayPal’s Purchase Protection program may apply when you encounter these specific problems with a transaction‡:
You didn’t receive your item from a seller (referred to as an “Item Not Received” claim), or
You received an item, but the item isn’t what you ordered (referred to as a “Significantly Not as Described” claim).
If you believe that a transaction made through your PayPal account was not authorized by you, this type of claim is different from the Purchase Protection program, and is described below under Liability for Unauthorized Transactions and Other Errors.
Item Not Received claims
Your claim will not qualify for a refund under PayPal’s Purchase Protection program for an Item Not Received claim if:
You collect the item in person, or arrange for it to be collected on your behalf, including if you use PayPal in a seller’s store location, or
The seller has provided proof of shipment or proof of delivery.
If the seller presents evidence that they delivered the goods to your address, PayPal may find in favour of the seller for an Item Not Received claim even if you claim you did not receive the goods.
Significantly Not As Described claims
An item may be considered Significantly Not as Described if:
The item is materially different from the seller’s description of it.
You received a completely different item.
The condition of the item was misrepresented. For example, the item was described as “new” but the item was used.
The item was advertised as authentic but is not authentic (i.e. it is counterfeit).
The item is missing major parts or features and those facts were not disclosed in the description of the item when you bought it.
You purchased a certain number of items but didn’t receive them all.
The item was damaged during shipment.
The item is unusable in its received state and was not disclosed as such.
An item may not be considered Significantly Not as Described if:
The defect in the item was correctly described by the seller in its description of the item.
The item was properly described but you didn't want it after you received it.
The item was properly described but did not meet your expectations.
The item has minor scratches and was described as “used."
Ineligible items and transactions under PayPal’s Purchase Protection program
Payments for the following are not eligible for reimbursement under PayPal Purchase Protection:
Real estate, including residential property.
Financial products or investments of any kind.
Businesses (when you buy or invest in a business).
Vehicles, including, but not limited to, motor vehicles, motorcycles, recreational vehicles, aircraft and boats.
Significantly Not as Described claims for wholly or partly custom-made items or an item purchased from a classified listing and picked up in person.
Donations including payments on crowdfunding platforms.
Items prohibited by the PayPal Acceptable Use Policy.
For Item Not Received claims, items which you collect in person or arrange to be collected on your behalf, including items bought in a seller’s store location.
Industrial machinery used in manufacturing.
Anything purchased from, or an amount paid to, a government agency.
Stored value items such as gift cards and pre-paid cards.
Gambling, gaming and/or any other activity with an entry fee and a prize.
Payments sent using PayPal’s friends and family functionality.
Payments sent using PayPal to any bill payment service.
Payments made using PayPal Payouts and Mass Pay or guest checkout transactions (i.e. not sent using your PayPal account).
Transaction eligibility for PayPal’s Purchase Protection program
To be eligible for PayPal Purchase Protection you must meet all of the following requirements:
You have a PayPal account in good standing.
You pay for the eligible item from your PayPal account.
You respond to PayPal's request for documentation and other information within the time requested.
You open a dispute in the Resolution Centre within 180 days of the date you sent the payment, then follow our online dispute resolution process.
You have not received a recovery related to such purchase from another source.
Our online dispute resolution process
If you’re unable to resolve a transaction related issue directly with a seller, you must follow our online dispute resolution process through the Resolution Centre to pursue a claim under our Purchase Protection program. You may also file a claim (Step 2 below) by calling us and speaking to an agent. The steps you must follow are described below, and if you do not follow these steps your claim may be denied:
Step 1: Open a dispute within 180 days of the date you made the payment. This might allow you to start a direct conversation with the seller regarding your issue with the transaction that may help resolve the dispute. If you are unable to resolve the dispute directly with the seller, proceed to Step 2. We will place a hold on all funds related to the transaction in the seller's PayPal account until the dispute is resolved or closed.
Step 2: Escalate the dispute to a claim for reimbursement within 20 days after opening the dispute, if you and the seller are unable to come to an agreement, or we will automatically close the dispute. You can escalate the dispute to a claim for reimbursement through the Resolution Centre. The seller or PayPal may also escalate the dispute to a claim at this point. If you are making an Item Not Received claim, PayPal may ask you to wait at least 7 days from the transaction date to escalate the dispute.
Step 3: Respond to PayPal’s requests for documentation or other information, after you, the seller or PayPal escalates your dispute to a claim for reimbursement. PayPal may require you to provide receipts, third party evaluations, police reports or other documents that PayPal specifies. You must respond to these requests in a timely manner as requested in our correspondence with you.
Step 4: Comply with PayPal’s shipping requests in a timely manner, if you’re filing a Significantly Not as Described claim. PayPal may require you, at your expense, to ship the item back to the seller, to PayPal or to a third party (which will be specified by PayPal) and to provide proof of delivery.
Proof of delivery means:
For transactions that total less than $850 CAN (or the foreign currency threshold in the table below), confirmation that can be viewed online and includes the delivery address showing at least city/province or postal code, delivery date, and the identity of the shipping company you used.
For transactions that total $850 CAN (or the foreign currency threshold in the table below) or more, you must provide signature confirmation of delivery.